Participant Services Rep I

Company Name:
Title: Participant Services Rep I
Location: US-MA-Norwood
Job Number: NOR003DC
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset - their people. Mercer''s 20,000 employees are based in more than 40 countries. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital.
The Call Center Representative I will provide a socially responsible service to Mercer''s participant base. Representatives will answer incoming inquiries from our client''s employees regarding one of the following: defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans, or other human resource related services. They will continually develop the ability to communicate with impact, apply critical thinking and show a strong desire to drive for results while working independently in a fast-paced, team-oriented environment. They will also perform outbound calls to provide timely follow-up on outstanding issues, work on various administrative projects and continuously strive to improve by utilizing various resources. To fulfill this role, the Call Center Representative I will:
Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans or other human resource related services. These inquiries are handled by communicating in a clear, concise and confident manner in order to provide an excellent customer services experience in a fast-paced work environment.
Ensure that all transactions are submitted in a timely and accurate manner.
Resolve all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary.
Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability and have a willingness to develop and consistently improve.
Four year college degree preferred
1-2 years customer service
Excellent communication skills (both verbal and written), ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), fluency in Spanish a plus.
HIPAA certification required upon hire
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: / . We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: .
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet employers. Job:Client Service

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